Our weekly Level 10 Meeting is clogged with issues about data discrepancies between our CRM and our new AI customer support tool. How do we use the IDS process to determine if this is a software integration problem or a people problem?

Question

Tyler Smith · Accepted Answer

When new operational tools are introduced, they often expose deeper issues within your systems. If your leadership team is constantly arguing about data discrepancies, you must use the IDS process to identify and solve the root cause rather than just treating the symptoms.

During the Identify stage, resist the urge to blame the technology immediately. Dig deep by asking why the data is mismatched. Trace a single discrepancy back to its source. Often, you will find that the software is performing exactly as programmed, but the human inputs are flawed or inconsistent.

If the root cause is that team members are entering information into the CRM incorrectly, you have a people problem. You must solve this by updating your core processes and retraining the team to ensure consistent data entry. Use your weekly Scorecard to track data accuracy metrics to hold the team accountable.

If the root cause is a genuine software bug, you have a system integration issue. Solve this by assigning a clear To-Do to your technical lead to resolve the API error or adjust the data mapping. By using IDS to separate human error from technical failure, you prevent your Level 10 Meetings from dissolving into technical debates and keep your team focused on operational execution.